Safe Auto Insurance review: Car accident

On August 28th we had a car accident with another vehicle that was insured by Safe Auto. It is now almost a week later, and we have tried numerous times to get in touch with Safe Auto. We left 3 messages, and even talked to a customer service agent yesterday (after many, many tries to get past the "all agents are busy message"). The agent set up a 9:00 call for this morning. We're here waiting by the phone but no call. Yesterday we got a letter in the mail from Safe Auto saying they have been trying to contact us. The SA agent I spoke to had our correct phone number and the police report had 2 other phone numbers, and our agent had already contacted them with our information. There is no question that their client was responsible for the accident, since the police issued her a citation, and there was a witness that provided a video. What are they trying to pull?